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User Study
Design
Take Away
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User Study
Design
Take Away
The user while going
through Zoomcar’s typical
customer journey needs to
consume a lot of contextual
information at different point
in time during different
phases in his entire journey.
When we started looking at
this problem we realised that
at that point, the way of
It took longer to
select a
car of a specific
preference because cars
could be
only filtered
by body type.
Users had to face
inconvenience because
the features weren’t
mentioned
The Problem
Incomplete booking,
although saved on your
account doesn't show up
on the Mobile App. You
have to access the
desktop app to view them.
I try to book car, amount debited
but booking not confirmed. So i
try to book again and this time
its success, but after some time
it shows previous booking
success as well.
Worst experience with
Zoom car Calicut... no
update after booking
User 1
User 2
User 3
Google Play Reviews
Design Thinking Approach
Emphatise
with
User
Define
the
Problem
Ideate
Prototype
Test
I believe design Thinking provides a solution-based approach to
solving problems. It is a way of thinking and working as well as
a collection of hands-on methods.
Empathy - User Interview
I started by conducting user interviews. Called up a few friends and asked if they have rented a car
through the Zoomcar or any other app. I spoke to them and here are some quotes they mentioned:
I could not find the
customer care service
for help. I wanted to
know a few details
about the
car and wanted to ask
them but I couldn't
I didn't know where
to drop the car
properly and got
charged extra for
dropping late
I did not have a
proper
idea of the car and
wanted to know it's
features but they
weren't available so
I had to google
them
Empathy - Personas
Anwar
Age : 20
Optimistic,
Impatient.
Optimistic,
Patient.
Pessimistic,
Patient.
Age : 25
Age : 45
Shabana
Srinivas
Loves to travel places
Frequently makes Trip Plans
Loves to Travel
Trip plans once in a Month
Goes to business trips
Takes family to Weekend
trips
College Student
Just started working
Employee
Persona is simply a representation of the most common target audience. It helps me standardise
needs and get solutions faster. I think of it as a folder with your similar users. The folder has it’s own
name, photo and brief description.
Define - Goals
Aimed to address multiple
user pain points that a
customer experiences
during the entire lifecycle
of his booking.
Improve the user
experience of the app and
make it more seamless.
The app should be
simple to use and no
user needed to learn
a new pattern.
Use UX Research
methods to
understand problems
that users face on the
app.
Clean and
Aesthetic
Design
Users should
understand the
Zoomcar Procedure
and get him
comfortable with the
entire booking
process
Ideation - Affinity Mapping and Wireframing
Onboarding
The onboarding process is a user's
first impression of your app, and
when designed correctly, increases
the likelihood of successful
adoption. When a user launches
your app for the first time, the
onboarding process reinforces your
app's value and provides
instructions that highlight key
benefits and features.
I personally like the current
onboarding intro of the app.
The illustration concept is
very good. I've just tried this
as an example
The concept behind this design
is that it looks like a wheel of
a car, where in the logo is
inserted. And having used stock
pictures brings a colorful look to
it.
City Selection
The city selection has been
changed a bit because the original
design looked a bit dry and color
lacking. So, I've adopted the picture
embedding for detail and clean
design for list.
The city selection screen isn't just
after onboarding, but also comes
when they need to change the
city anytime in the app.
Home Screen
Nav bar: This bottom
navigation is extremely
helpful for the users.
They could switch
between top-level pages
in a single tap.
The Thumb rule has been
applied to the screen
because the thumb has
easy access on the
center of the screen so
I've placed the CTA and
all actions there
Offers are more of kept
like a slideshow for better
visiblity
The main function of searching for a car is
more prominent in the new design, the
CTA stand bold and users know where to
tap.
Select City
Here I placed all the components to the top
of the screen, and map selection on bottom
as the previous. Map selection need more
finger action so placed in the thumb vicinity.
Pick up and drop off location has
been inserted for more clarity of
customer
Select City - Home Delivery
and Airport
Previous Screen
I have made more change in the
design than in the structure.
Adopted a clean and aesthetic
design
Select Car
Earlier, the CTA had no priority it
was so tiny. That’s where you
get conversions from and that’s
where you want people to tap
so, I made it big and bold.
Added some features below the
name of the car so the user
knew what he could expect
when the car arrives.
Also added Instant date and time
feature available above to make it
flexible
Features Added
Card design
Features & Filters
I've added the View all Features take
you to a page where you can see all
the features of the car.
This is to tailor the search
results according to users
needs. Initially, the user
could only filter cars
through Body Type.
Checkout
Just fabricated the design
and not the structure
because the structure is
basic.
My Trips and Help
Takeaway
Navbar option enabled
This page shows you current,
future and past bookings that
user made through the app.
It was also to be designed as
instant source of information &
interaction point for booked
Almost all the user I spoke
to complained about the
difficulties of getting in
touch with customer care
and the solution was
unresolved. Hence, I
made the contact number
prominent on this page so
Usability tests should be a part of mid to
large size projects and should be a
regular in organizations. Understanding
user needs should be the prime focus
and solutions should not be based on
assumptions.
Through user research, I understood that each user has different needs and requirements and you have to
find common patterns. These patterns will help you to solve the problem at hand.
A streamlined process like
design thinking process
helps in the creation of a
good product that is
functional and user
friendly.
The most important goal of
a research is to prioritise
problems and solutions.
Each one can water down
your ability to focus on
most important goals.
Redesign Concept - ZoomCar App